How is a complaint or appeal handled?
- Request. at the applicant’s request the Institute sends them the form for handling a complaint or appeal in electronic form; the form is also available on this page.
- Registration. when the request arrives, the management assistant registers it and passes it to the director, who is the chair of the handling committee.
- Appointing the committee. the director reviews the request and appoints the committee members and the deadline for resolution. Besides the director, the committee has at least two experts in the field the request refers to; one of the members is the head or deputy head of the organisational unit the request refers to.
- Independence. the committee does not consist of persons who took part in the activities connected with the request.
- Handling. the committee reviews all existing documentation, makes the necessary enquiries and completes the remaining fields of the form. The director decides on the resolution on the basis of the binding opinions of all committee members.
- Records. the management assistant stores and registers the resulting documentation.
- Informing. we inform the applicant of the progress (receipt, handling activities and the final result), taking into account any restrictions of confidentiality, the contract or the certification scheme.